HP DeskJet 2720e All-in-One Printer

[mtkh_de]

I had a paper jam and feed problem with my printer. I contacted HP support and after doing resets they started asking me to buy a new colour cartridge and test it with that. I did not understand how can a printer have paper jam problem when it already has a new black cartridge installed and a 50% used working colour cartridge installed which both were working perfectly fine two days ago. I mean can a mechanical issue of feed problem/paper jam happen when the cartridge is old or empty.

The printers keep on working even when we remove the colour cartridges and they print with the black one usually. Why is HP having this poor approach to sell their cartridges this way..

[A_Gayathri]

Hi @mtkh_de,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

You’re correct that a mechanical issue like a paper jam or feed problem is unlikely to be caused by the status of the ink cartridges. Here’s some context and suggestions for this situation:

Understanding Paper Feed Problems and Cartridge Relevance

1. Paper Feed and Cartridge Independence:
   • Paper feed mechanisms are controlled by rollers, sensors, and the printer’s motor, which are independent of the ink cartridges.
   • A paper jam is a mechanical problem, usually caused by obstructions, misaligned paper, worn-out rollers, or sensor issues. It doesn’t rely on ink levels or cartridge functionality.
2. Printing Without Color Cartridge:
   • Many HP printers, including the DeskJet 2720e, can print with only a black cartridge installed if the color cartridge is removed or empty. This is called Single-Cartridge Mode, and the printer will display a message about it. This suggests that the presence of the color cartridge is not critical for resolving paper feed issues.

Resolving Paper Jam and Feed Issues

Here are steps to address the feed issue:

1. Inspect for Paper Debris:
   • Open all access doors and remove any stuck pieces of paper or foreign objects.
   • Use a flashlight to check the paper path and rollers.
2. Clean the Rollers:
   • Over time, rollers may lose grip due to dust or wear. Clean them with a lint-free cloth dampened with distilled water. Rotate the rollers gently as you clean.
3. Check Paper Quality:
   • Ensure the paper stack is clean, not bent or curled, and properly aligned in the tray.
   • Avoid overfilling the tray and use paper within the recommended weight range for the printer.
4. Update Firmware:
   • Sometimes, firmware updates fix software bugs that may cause the printer to misinterpret errors.
5. Hard Reset:
   • Unplug the printer, wait for 2 minutes, and plug it back in.

Note:

The cartridge suggestion seems unrelated to your specific issue unless the printer is throwing an unrelated cartridge error. 

Refer to this document:

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[mtkh_de · Accepted solution]

Yes, I know its a mechanical problem.

The issue was that your support specialist (Lavanya) for printers asked me to buy a new cartridge and install it for fixing the paper jam issue. Although I asked her again and again how is it related but she was persistent.

I suggest you train your support specialist a bit better.

[A_Gayathri]

Hi @mtkh_de,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course ofv action. 

Please check your Private -icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!